Supervisor HR Service Center

The myHR Service Center as the single point of contact for employees, partners with the Manager Resource Team for people managers and the HR community for delivering all HR centralized functions, support of signature programs, and management of all employee HR related inquiries, requests and escalations for the United States, Canada and Puerto Rico.

This position partners with the HR community and stakeholders, managing projects to centralize, streamline and expand the Service Center’s scope of services throughout NTH. This includes but is not limited to new technology, employee programs, HR initiatives, acquisitions, divestitures, FRC audits, implementation and support of policies and procedures, etc.

Manages the myHR Service Center Team of HR Specialists (11), insuring the delivery of services while meeting SLA’s and measuring KPI’s. Identifies trends, process improvements and system needs. Engages all stakeholders and partners to troubleshoot, orchestrate and implement improvements.

Evaluates processes, analyzes employee requests and inquiry data to identify trends, develops and implements process improvements to build capacity and efficiency within the myHR Service Center. Also provides insights and trend information to other HR stakeholders to effectively manage business impacts.

Responsibilities:

Leads projects to centralize, streamline and expand the Service Center’s scope of services throughout NTH to manage and improve the myHR Service Center support model.

Engages all stakeholders and partners to troubleshoot, orchestrate and implement improvements. Partners internally and externally to drive HR initiatives such as; system upgrades, system implementations, employee surveys, employee programs, acquisitions, divestitures, FRC audits, policies and procedures, etc.

Responsible for managing the Service Center’s continuous improvement, daily operations, defining roles and responsibilities, insuring the delivery of services while meeting SLA’s and measuring KPI’s. Identifies trends, process improvements and system needs.

Responsible for Team readiness, the development of reference documentation, management of knowledge base and training to insure myHR Service Center readiness in responding to broad HR subject matter, consistently and accurately in case management, resolution and responses.

Manages a team of 11 Specialists and executes performance, coaching and career development discussions.


  • BA/BS degree in HR or related field and a minimum 6+ years of progressive work experience OR 10+years of progressive work experience without a degree.
  • Strong leadership skills with experience managing a team within a Shared Service Center/Employee Service Center. Ability to coach and develop team members.
  • Strong process design methodology and project management skills. Process experience focusing on Employee Shared Service Center, Call Center Management, incorporating HR Master Data, Payroll, Employee Programs and Benefits, Performance Management, Compensation, Policies and Procedures.
  • Big picture mindset, excellent problem solving, strong interpersonal skills, Ability to prioritize work, interpret data, initiate and implement change. Ability to manage and administer a broad range of tasks including resolving complex issues, complaints, interpretation of policies and procedures.
  • Exercises agility in maneuvering and adaptation to a constantly changing landscape.
  • Experience with HR systems and technology (e.g. SAP – HR, case management, Success Factors- performance, Learning & Development, Hire Mgmt – Taleo etc.)